Editor’s Note from ACI: In early March 2020, ACI announced the winners of this year’s ASQ Awards. Since then, the impact and effects of the COVID-19 pandemic have brought the global airport industry to a standstill. The ASQ Awards recognize those airports that listen and respond to the voice of passengers. As the industry begins to restart and plan for recovery, it will be even more important for airports to listen, understand, and responds to the changing needs and expectations of their customers.
Widely regarded as one of the best in the world, the Kempegowda International Airport, Bengaluru, popularly known as BLR Airport, strives to find innovative ways to make the airport experience seamless, delightful, and memorable.
Located in Devanahalli, on the outskirts of Bengaluru, BLR Airport is operated by Bangalore International Airport Limited (BIAL) and is the third busiest airport in India with a footfall of 33.65 million passengers per annum. BLR Airport was awarded as the world’s fastest growing airport in 2018 with over 15 million annual passengers.
Our customer-centric approach along with wonderful amenities, differentiates BLR Airport from other airports.
Passengers at the core of the airport experience
Winning the ACI ASQ Awards for both Arrivals and Departures for two years in a row – 2018 and 2019 – stand testimony to this fact.
Despite rising passenger volumes and ongoing infrastructure development, our teams ensured that customers were provided with an award-winning experience.
BLR Airport is at the forefront in transforming air travel by leveraging technology to boost airport experience. This includes:
Self Service Bag-Drop: BLR Airport has rolled out fully automated Self Service Bag-Drop kiosks enabling passengers to complete the bag-drop process in less than 45 seconds.
Smart Security Lane with Automated Tray Retrieval System (ATRS): Implemented to increase passenger throughput and reduce wait time at security check.
Kerb-to-Gate Biometric journey: The Kerb-to-Gate biometric based self-boarding is the latest technology intervention, making airport travel paperless and seamless.
These technology initiatives have added a new dimension to the airport experience.
Facilitation meets the passenger journey
To reduce wait time and improve operational efficiency at security checkpoints, an exclusive gate for hand-baggage only passengers was opened. For male passengers travelling with young children, a diaper-changing station in the men’s restroom was introduced along with a baby stroller service.
To ensure that passengers check-in is not impacted by the frequent crew movement at checkpoints, a crew-only terminal dedicated for airline staff, was introduced.
BLR Airport is no longer just a place of transit. With the introduction of The Quad an innovative plaza with F&B, retail and live music, BLR Airport is gradually transforming itself into a destination.
To ensure smooth and seamless public transport, BIAL works with various government stakeholders:
- Vayu Vajra an air-conditioned bus service is operated by Bangalore Metropolitan Transport Corporation
- KSRTC FlyBus connects cities in Karnataka and South India
- PinkTaxi are special cabs driven by women for women passengers
Pre-COVID: Passenger traffic is growing
To accommodate a surge in the volume of air travel, a US$ 2.5 billion infrastructure development project is underway. The newly constructed second runway began operations while a state-of-the-art second terminal and various other projects to the existing infrastructure are well on schedule.
T2 will be a first-of-its kind ‘terminal in a garden’, that will blend with the ethos of Bengaluru as a Garden City. Once completed, BLR Airport will cater to 65 million passengers per annum, providing a substantial capacity boost and taking the passenger experience to a whole new level, making the BLR Airport the gateway to a new India.
BIAL has always aspired to be a role model for sustainable development. Nearly 70% of the Airport’s annual energy requirement is met through solar power. The aim is to be 100% solar powered by 2020. Our focus on water sustainability has enabled us to become water positive. Our other sustainability initiatives include waste and ecological management.
BIAL is an active contributor to the communities in the areas surrounding the airport. With a focus on education, 11 schools have been rebuilt and refurbished. A holistic education programme saw Bengaluru Rural District make remarkable progress, improving its rank to #3 from #14.
A new India in aviation : Customer experience at its core
With a vision to make BLR Airport the gateway to a new India, we will continue to transform the airport experience by introducing innovative services for our passenger and visitors alike. Continually adding innovative measures to help in screening passengers while providing exceptional service will be key in moving India’s airports onto the international playing field of best airports in the world. Our culture, hospitality, and unique offering provide for an customer experience unlikely to forget.
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